Scaling CS with Brittany Soinski of Loom

Description

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program: Created an onboarding team who is dedicated to owning this process Developed strong templates by starting with post-sale, ending with renewal, and identifying all of the things that happen in between Set a 60-day goal for customers and identified how many reached it within this timeframe Utilized Human Centered Design in the process Connect with Brittany -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.